Senior Ops Manager - Client Delivery & Performance

Teleperformance; Cape Town; Sur place; ZAR 900 000 - 1 300 000; Plein temps

Résumé du poste

Teleperformance South Africa is seeking an experienced Senior Operations Manager to lead and develop multiple client delivery teams on site. You will ensure KPI targets are met across accounts and translate client needs into actionable delivery plans, while managing contracts, staffing, and margins.

You will drive a culture of client-centric service, uncover performance variances, and implement proactive plans. Strong leadership, commercial acumen, and project delivery history are essential.

Qualifications

• Extensive experience in a senior management role.
• At least 12 months tenure within Teleperformance as an Assistant Operations Manager (Essential).
• At least 3 years Senior Managerial experience (Essential).
• Experience in KPI Management and Performance Management.
• Proven track record in delivering high level customer service through sales.
• Solid commercial awareness & cost/profit centre management.
• Understanding client contract terms, staffing ratios and margin drivers.
• Understanding outsourcing and performance management.
• Proven track record of implementing and managing new and ongoing projects.

Responsabilités

• An ambassador for Teleperformance, leading by example and enforcing company values.
• Manage operational management teams to meet KPI targets for all clients.
• Drive client-centric culture and add value for client groups.
• Identify negative variances and implement action plans with the team.
• Oversee site look and feel; drive a proactive Employee Forum.
• Build relationships with stakeholder groups to ensure performance and engagement.
• Complete business-critical reports (AMF, Stoplight, client-specific reports).
• Develop initiatives to maintain high employee engagement and recognize performance.
• Host client visits, attend reviews, and manage client escalations.

Connaissances

Emotional Intelligence

Entrepreneurship

Communication

Collaboration

Open-Mindedness

Solution Orientation

Process Excellence

Critical Thinking

Formation

Matric/ Equivalent

Description du poste

Teleperformance South Africa is seeking an experienced Senior Operations Manager to lead and develop multiple client delivery teams on site. You will ensure KPI targets are met across accounts and translate client needs into actionable delivery plans, while managing contracts, staffing, and margins.

You will drive a culture of client-centric service, uncover performance variances, and implement proactive plans. Strong leadership, commercial acumen, and project delivery history are essential.